Team Manager, Customer Success Workspace

About Check Point

Check Point is a global leader in cybersecurity, protecting over 100,000 organizations from increasingly advanced cyber and AI-driven threats daily. The company’s prevention-first strategy secures hybrid networks, cloud environments, digital workspaces, and AI systems by proactively stopping attacks. Recognized by TIME, Newsweek, and Forbes for workplace excellence, Check Point offers an innovative environment where employees collaborate to solve complex challenges and support clients' AI transformation securely.

Role Overview

We are seeking an experienced and driven Manager for our Technical Customer Success team to lead and develop a global group of Technical Customer Success Managers (TCSMs). This leader will build and foster a high-performance, customer-centric organization focused on providing expert technical guidance, driving customer success, and enhancing retention and growth.

Key Responsibilities

• Lead, mentor, and develop a worldwide team of TCSMs, setting clear goals, career paths, and success criteria.
• Create a culture emphasizing accountability, ownership, collaboration, and customer dedication.
• Coach the team in areas such as executive communication, customer engagement, technical skills, and issue escalation management.
• Manage hiring, onboarding, and workforce planning to align with company growth objectives.
• Serve as trusted advisors post-sales, building strong executive relationships with CIOs, CISOs, and senior stakeholders.
• Translate technical challenges and security concerns into actionable business insights and recommendations.
• Oversee customer onboarding, engagement, retention, and maximize long-term value.
• Participate in executive business reviews, customer health assessments, and strategic account discussions.
• Provide technical leadership in endpoint security technologies and cybersecurity operations.
• Standardize onboarding, deployment planning, and adoption strategies across customers.
• Utilize health scores, adoption metrics, and usage trends to guide customer engagement.
• Collaborate with Product Management, Engineering, Support, and Professional Services to address customer needs and influence product development.
• Stay informed about product roadmaps and communicate new capabilities to align with client strategies.
• Act as the executive escalation contact for critical customer issues, ensuring prompt communication and resolution across teams.
• Identify and mitigate risks to customer satisfaction and retention proactively.
• Advocate internally for customers while balancing priorities and resources.
• Work closely with Sales leadership to support renewals, expansion, and customer advocacy efforts.
• Measure and report on team performance metrics including Net Revenue Retention, product adoption, customer satisfaction scores, renewal forecasts, and escalation trends.
• Leverage customer insights and data to improve processes and operational efficiencies.
• Contribute to broader Workspace Security growth and cross-platform initiatives including endpoint, email, identity, cloud, and SASE security.

Required Qualifications

• Over 10 years experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or relevant client-facing cybersecurity roles.
• At least 3 years of experience leading technical customer-facing teams.
• Strong practical expertise with endpoint security technologies, including EDR/EPP systems and endpoint attack vectors.
• Proven track record managing enterprise customers and executive stakeholders.
• Demonstrated leadership in cross-functional projects and influencing outcomes.
• Experience managing critical escalations with efficient resolution coordination.
• Exceptional communication skills – written, verbal, and presentation.
• Strong analytical skills to drive decision-making from customer data.
• Familiarity with security frameworks like NIST, CIS Controls, and Zero Trust.
• Adept at thriving in dynamic, fast-paced growth environments.

Preferred Qualifications

• Experience leading Customer Success teams in SaaS cybersecurity companies.
• Knowledge of Workspace Security, endpoint protection, email security, identity security, cloud security, and SASE technologies.
• Background supporting customers during active security incidents or working with incident response teams.

Ideal Candidate Profile

• A leader who inspires and cultivates high-performing teams.
• A trusted consultant to both clients and internal teams.
• Technically proficient with business acumen.
• Data-focused in strategy and decision-making.
• Proactive, responsible, and deeply customer-oriented.
• Exceptional communicator across all organizational levels from technical staff to executives.
• Comfortable driving team outcomes and influencing without direct authority.